Superior product support rarely receives rave reviews. It usually occurs when things aren’t going as well as they should, and when the solution is solved, things go back to normal. But what makes for great support? For Kigo, it started at the beginning.
When Kigo was first founded, we quickly realized the need to support customers in growing their businesses and pushing the product to new frontiers. That meant servicing the entire European market—in six languages!
New resources were brought on to answer questions that, at the time, were only answered via email. Support personnel knew many of the users by name and promised a response in less than 24 hours. As the customer base grew, different avenues for communication were added, including phone and a knowledge base. When Kigo expanded to the U.S. and was acquired by RealPage, the hours of support expanded to 17 hours a day, 7 days a week. Today, the response time has been cut to just a few hours, and Kigo University has also been created to help with ongoing training.
While Kigo never lost its desire to provide a world-class, personal approach to product support, one of the challenges to growth of any kind is having more and more customers. That makes the promise of a personalized support rep who knows you by name a little more difficult. It also means that, if you have special customization or are integrated with other systems, you might have to re-explain your specific configuration and business challenges, as well as your issue, each and every time you call.
That’s why Kigo is bringing back personalized support in a way that will knock your socks off.
It’s called Kigo Platinum Product Support and it’s the brainchild of RealPage’s OneSite® support team. OneSite’s Platinum Support team provides customized support for clients who need the additional attention based on their business needs, and it’s been very successful.
Both the success of Platinum Support for OneSite and Kigo’s continued desire to lead the short-term vacation rental industry in every way has led us to offer Kigo Platinum Product Support. This tier 1 upgraded service level provides dedicated support personnel that knows your systems, your business, and your unique challenges. No more re-explaining.
Not only will Kigo Platinum Product Support provide reactive support, answering your calls when they’re needed, they’ll also provide proactive support, checking in with your business on a regular basis and preempting any foreseeable issues that could be caused by new configurations, software updates or changes to your distinctive business processes. We’ll also keep a history of ongoing issues to see how we can help avoid them in the future.
Ongoing training is also included in the process. That includes sessions for new employees, no matter how long after implementation they’re hired. Onsite visits are also possible based on location and availability.
Every business has its own unique set of challenges. With Kigo Platinum Product Support, if you need us, we’ll be there. Look for it soon.